Vertiv - 2020 Enterprise Customer Satisfaction
Company overview
Vertiv (Vertiv Technology Co., Ltd.) is a global leader in data continuity solutions, providing comprehensive power management, thermal management, integrated solutions, monitoring, and management services across various industries. Founded in the early 2000s, Vertiv's products and services are widely deployed in data centers, telecommunications infrastructure, industrial facilities, and commercial buildings. Leveraging its efficient and reliable technologies, Vertiv enables global enterprises to maintain continuous and stable operations. As a pioneer in power and thermal energy management, Vertiv serves a broad customer base worldwide, with product portfolios spanning UPS power systems, air conditioning systems, data center environmental monitoring, and intelligent infrastructure management. Through its strong technical capabilities and innovation, Vertiv holds a prominent position within the industry.
Research background
In a rapidly evolving market environment, Vertiv consistently regards customer satisfaction as a core driver for enhancing competitiveness and refining service quality. Since 2004, the company has conducted customer satisfaction studies every three years, continuously tracking and analyzing customer perceptions of product and service performance and loyalty to maintain its market leadership. In 2020, to further enhance customer experience and drive business optimization, Vertiv decided to launch a new round of enterprise customer satisfaction research. This initiative aims to deeply understand the diverse needs and feedback of different customer segments across multiple dimensions, identify potential issues, and propose actionable improvement recommendations—providing a solid foundation for product optimization, service quality enhancement, and improved customer relationship management.
Research scope
In 2020, CEIDEA Research was commissioned by Vertiv Technology Co., Ltd. to conduct a customer satisfaction study targeting domestic Vertiv clients. The research primarily employed online questionnaires and telephone interviews to comprehensively survey three key customer groups: existing and potential customers, channel partners (including integrators), and design institutes. The study covered multiple aspects, including customer satisfaction with the company's brand image, product technology, product quality, pre-sales services (particularly channel management), supply chain services, after-sales support, and overall service experience. Additionally, the research explored customer expectations and identified pain points and unmet needs during product and service usage. By collecting and analyzing customer feedback, Vertiv aims to identify weaknesses in current satisfaction metrics, pinpoint key areas requiring improvement, and further refine its customer service system and market strategies.
Expected outcomes
This customer satisfaction study will enable Vertiv to gain a comprehensive understanding of the real needs and expectations of different customer segments across multiple dimensions, clearly identifying customer satisfaction levels and loyalty toward the company's brand, products, and services. The findings will help the company identify pain points and performance gaps in current service delivery, optimize the customer experience across pre-sales, sales, and after-sales stages, and implement targeted improvements in supply chain management, channel operations, and technical support. Ultimately, the research report will provide critical decision-making support for Vertiv in improving customer satisfaction, strengthening customer retention, streamlining business processes, and driving sustainable growth—helping the company solidify its competitive advantage and enhance overall business performance in a fiercely competitive market.
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